Job Description
The CUSTOMER ADVOCACY MANAGER (AMERICAS) will elevate the voices and narratives of our customers by delivering the market a clear understanding of use cases and benefits Zscaler can enable to help drive customer growth, adoption, and awareness. The Customer Advocacy Manager will support and drive marketing, media relations (PR) and industry analyst relations (AR) programs using a variety of written and multimedia content and engagement programs.
In this role, you will lead the creation of custom content and prep materials for Americas-based customer success stories in the form of case studies, multimedia assets, facilitation of news releases / media interviews with the PR team, AR references, quotes, logo usage, and sales reference calls. You will also help drive the recommendation of marquee customers for events—from product launches to company and industry conferences.
In close collaboration with the International Customer Advocacy lead, you will also be responsible for managing a pipeline of customer stories, helping with the expansion of a new centralized customer advocacy platform, and scaling out a content engine to drive awareness. Excellent customer engagement skills, project / stakeholder management, and agency oversight capabilities are critical to ensuring the program is effectively and efficiently executed.
An accomplished candidate should have experience building and executing measurable and successful marketing or sales programs/campaigns in a B2B technology environment.
RESPONSIBILITIES ● Recruit customers to the customer advocacy program and build relationships with Zscaler advocates based in the Americas ● Manage customer reference requests from marketing, AR/PR, sales, etc ● Lead the development of Americas-based customer success story content—ensuring the quality of customer testimonials ● Engage, collect and rationalize customer-related information from internal stakeholders such as account teams and Subject Matter Experts (SMEs) ● Collaborate with cross-functional teams and agencies to produce consistent case study planning and execution—from the initial internal meetings through to final asset production, customer approval and publication ● Capture and maintain customer information in the customer advocacy platform to support the sales, marketing activities, PR, analyst relations, and strategic partnerships ● Work closely with marketing, sales, and product management to stay up-to-date with the latest industry trends and customer challenges to build timely, effective content and messaging ● Collaborate with the International Customer Advocacy manager to implement new programs, such as a rewards program, leveraging the customer advocacy platform ● Assist in building out a new experience for customers and prospects engaging with success story content on our website ● Own the third-party review program, driving customer reviews on sites such Gartner Peer Insights
WHO YOU ARE ● Passionate about capturing the customer narrative and translating that into multiple forms of communications. ● Highly organized and self-motivated, ambitious and high-energy and able to embrace and navigate a fast-paced, fast-growing business ● Confident collaborating with teams across departments to manage relationships and accomplish objectives ● Ownership mentality and proven ability to meet deadlines and ensure high quality deliverables ● Problem solver who is proactive, analytical, and innovative ● Strong interpersonal skills; ability to influence others with and without formal authority and build partnerships within the organization ● Ability to adapt to changing priorities with ease and composure while continuing to meet established deadlines
Qualifications
● 3-6 years in B2B technology marketing (cybersecurity experience is a plus) environments, ideally in customer marketing, campaigns, or programs ● Storytelling and editorial expertise—with previous case study and marketing collateral experience preferred ● Excellent written and oral communication skills ● Exceptional strategic planning and project management skills ● Familiarity with launching customer reference database and management preferred ● SFDC experience a bonus ● Bachelor’s degree or relative experience desired
Additional Information
WHY ZSCALER? We are playing in a rapidly growing 20B + TAM and huge market mega-shifts that leads directly to Zscaler; tracking a growth path similar to Salesforce, Workday, & ServiceNow. People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team! Learn more at zscaler.com or follow us on Twitter @zscaler. Additional information about Zscaler (NASDAQ : ZS ) is available at http://www.zscaler.com. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. All your information will be kept confidential according to EEO guidelines.
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WHAT YOU CAN EXPECT FROM US:
WHY ZSCALER? People who excel at Zscaler are smart, motivated and share our values. Ask yourself: Do you want to team with the best talent in the industry? Do you want to work on disruptive technology? Do you thrive in a fluid work environment? Do you appreciate a company culture that enables individual and group success and celebrates achievement? If you said yes, we’d love to talk to you about joining our award-winning team. Additional information about Zscaler (NASDAQ: ZS ) is available at https://www.zscaler.com.
Zscaler is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.